Hi Paulo,
I am a professional Airbnb Cohost in Adelaide. I'm sorry to hear that you have had a negative experience. It certainly isn't always like this and can be avoided.
In regards to your questions, I would recommend that you phone Airbnb directly and ask for their support in resolving. If there has been damage to your property or you need additional cleaning make sure you take lots of photos as Airbnb will ask you to submit these as proof for reimbursement. You can claim for additional cleaning costs and damages. Airbnb is fantastic with following through and supporting hosts. They are there to make sure you are covered. Don't forget that they have a $1 million Host Guarantee that covers you in events like this. Make the most of it!
When you contact Airbnb ask them to stop the guest from being able to leave you a review. They can assist you with this and you certainly don't want to have your hosting status affected due to a retalliation from the guest.
In order to stop this happening in future I would suggest that you change your booking settings so that guests can only instantly book if they have a verified ID, email address, phone number, profile picture and at least 1 review from another host. Remember, you can always check the guests profile and if you feel as though they may cause a problem you do not have to go through with the booking. Calling Airbnb is your greatest asset if you are concerned about being penalised.
If you would like some support with the management of your Airbnb in future please feel free to contact me so that we can discuss our services. Part of what we offer is a 24 hour concierge and we handle any guest issues so you would not have to deal with this yourself.
Best of luck,
Jessica
My Easy Lease
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